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Support Engineer

GlobalReach Technology
Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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GlobalReach Technology is the leader in seamless Passpoint authentication and a specialist in secure identity and access management. Using our experience we deliver high performance Wi-Fi software, services and analytics to help global operators, venues and organisations to connect millions of people, customers and devices safely and automatically to Wi-Fi.

We're behind some of the world's largest networks, authenticating billions of secure Wi-Fi sessions for cities, states, retail stores and shopping centres, coffee shops, restaurants, on travel and transport hubs and at corporate offices.

The successful candidate will be based in our London office. A key part of the role is to ensure that all details of issues logged are recorded on the support system. The role will also take responsibility for resolving first and second line issues whenever possible. If you are looking for a step into IT support, this is an excellent opportunity with plenty of career progression.

Daily duties will include
  • Analyse, triage, prioritise and respond to issues raised
  • Proactive monitoring and support of in production systems, including identification of bugs and issues as they occur
  • Provide a high level of customer service
  • Log all incidents and fixes
  • Take full ownership of reported issues from start to finish and within SLA
  • Ensuring all outstanding support issues are regularly updated and followed up on
  • Escalation of more complicated issues to 3rd and 4th line teams
  • Raise reoccurring issues to senior members of the team
  • Customer and internal reporting
  • Documentation and training guides
  • Proven customer service/helpdesk/NOC experience
  • Excellent verbal and written communication skills for both technical and non-technical audiences
  • Experience working in an ITIL environment and adhering to strict SLA's
  • Excellent customer service skills
  • Self-disciplined, can work on own initiative but also have strong team-working skills, both in person and virtual
  • Ability to follow support workflows and process tickets from start to finish
  • Full time role based in our London office
  • 25 days Annual Leave (plus public holidays)
  • Competitive salary
  • Workplace Pension Scheme
  • Stock Option Plan
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